Customer Support Escalations Agent

Customer Support Escalations Agent

POSITION SUMMARY

Assist clients in resolving escalated service or administrative requests. Gathers details and timelines of events from incidents and escalates to management.

Act as the primary contact point for customers and dealers having questions or concerns with our product.

ESSENTIAL FUNCTIONS

• Resolves complex issues and performs advanced troubleshooting with clients that have reached an escalation point
• Actively involved in escalated accounts including: BBB, AG, Repeat Service Visits, and Property Damage
• Research, analyse, document and coordinates resolution with the appropriate personnel.
• Document client contact and outcome in client database. 
• Provides back up / overflow assistance to clients calling into the Customer Support Queue.
• Complete Incident reports 
• Respond to voicemail’s and csspecialist email requests
• Assist management in conducting new hire training via observation and mentoring. 
• Observes all health/safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Employee may perform other related duties as requested by management

SKILLS

• Must have basic working knowledge of Microsoft Windows and have proficient typing skills.
• Should possess good reading skills and have a clear speaking voice; Capacity for listening, dealing with confrontation, and overcoming objections.
• Customer-centric mentality.

• Product knowledge and methodological troubleshooting.

KEY PERFORMANCE INDICATORS

• Call QA Score average of 92% and higher for rolling 1 year
• Service aborts of 0%
• Phone fix percentage of 12%

ATTRIBUTES

• Proper telephone etiquette, maintain a positive, empathetic and professional attitude towards customers at all times.
• Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Excellent verbal and written communication skills.
• Works with the team; contributes to positive team environment
• Approaches others in a tactful manner; Reacts well under pressure; Accepts and adapts to frequent change.
• Works with integrity and ethically; supports organization’s culture, goals, and values.
• Adheres to work schedule.

• Ability to apply analytical thinking 

EDUCATION / EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS

Must occasionally lift and/or move up to 10 pounds.

Regularly required to sit, talk, or listen; occasionally required to stand.

Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.

NOTE:  This job description is not intended to be all-inclusive.